Pengaruh Citra Merek dan Kepercayaan Merek terhadap Loyalitas Merek Konsumen Muda Kota Padang di Kafe Lokal Modern House of Musi
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Published
Jul 21, 2025
Abstract
This study analyzes the influence of brand image and brand trust on brand loyalty using Partial Least Squares Structural Equation Modeling (PLS-SEM). The analysis results demonstrate that both brand image (β = 0.361, p < 0.001) and brand trust (β = 0.414, p < 0.001) have a positive and significant effect on brand loyalty, with brand trust exhibiting a more dominant influence.The model meets acceptable reliability criteria (Composite Reliability ≥ 0.824) and convergent validity (AVE ≥ 0.5), while an R² value of 0.514 indicates that 51.4% of brand loyalty variance can be explained by these two predictors. Although the SRMR value (0.084) slightly exceeds the ideal threshold (0.08), the model remains statistically valid with no multicollinearity issues (VIF < 2.006).The findings conclude that marketing strategies should prioritize strengthening brand trust as a key driver of loyalty, without neglecting the role of brand image. This study provides an empirical foundation for businesses in developing customer loyalty strategies and recommends exploring additional variables to explain the remaining 48.6% of unexplained variance.
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How to Cite
Fadillah, R., Sari , D. K. and Ma’ruf, M. (2025) “Pengaruh Citra Merek dan Kepercayaan Merek terhadap Loyalitas Merek Konsumen Muda Kota Padang di Kafe Lokal Modern House of Musi”, Ranah Research : Journal of Multidisciplinary Research and Development, 7(5), pp. 3959-3970. doi: 10.38035/rrj.v7i5.1730.
References
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Ardiansyah, I. F., Zailani, A., & Widodo, Z. D. (2023). the Effect of Product Quality, Service Quality, and Trust on Customer Satisfaction At Praja Decoration in Purwodadi. International Journal of Economy, Education, and Entrepreneurship, 3 (2)(2), 502–511. https://doi.org/10.53067/ije3.v3i2
Assaker, G., O’Connor, P., & El Haddad, R. (2020). Examining an integrated model of green image, perceived quality, satisfaction, trust, and loyalty in upscale hotels. Journal of Hospitality Marketing & Management, 29, 1–22. https://doi.org/10.1080/19368623.2020.1751371
Atulkar, S. (2020). Brand trust and brand loyalty in mall shoppers. Marketing Intelligence & Planning, 38(5), 559–572. https://doi.org/10.1108/MIP-02-2019-0095
Bastian, D. A. (2014). Analisa Pengaruh Citra Merek (Brand Image) dan Kepercayaan Merek (Brand Trust) Terhadap Loyalitas Merek (Brand Loyalty) ADES PT. Ades Alfindo Putra Setia. Jurnal Manajemen Pemasaran Petra, 2(1), 1–9.
Bergkvist, L., Hjalmarson, H., & Mägi, A. W. (2016). A new model of how celebrity endorsements work: Attitude toward the endorsement as a mediator of celebrity source and endorsement effects. International Journal of Advertising, 35(2), 171–184. https://doi.org/10.1080/02650487.2015.1024384
C V, S. K., & Agrawal, R. (2024). Developing customer convenience and experience through increased competency and efficiency: A strategic approach to retail operations mastery. Heliyon, 10(16), e36395. https://doi.org/10.1016/j.heliyon.2024.e36395
Diputra, I. G. A. W., & Yasa, N. N. (2021). the Influence of Product Quality, Brand Image, Brand Trust on Customer Satisfaction and Loyalty. American International Journal of Business Management (AIJBM), 4(01), 25–34.
Dölarslan, E. S. (2014). Assessing the effects of satisfaction and value on customer loyalty behaviors in service environments: High-speed railway in Turkey as a case study. Management Research Review, 37(8), 706–727. https://doi.org/10.1108/MRR-06-2013-0152
Ebrahim, R. S. (2020). The Role of Trust in Understanding the Impact of Social Media Marketing on Brand Equity and Brand Loyalty. Journal of Relationship Marketing, 19(4), 287–308. https://doi.org/10.1080/15332667.2019.1705742
Games et al. (2021). Jurnal 10.Pdf (p. 15).
Gazi, M. A. I., Mamun, A. Al, Masud, A. Al, Senathirajah, A. R. bin S., & Rahman, T. (2024). The relationship between CRM, knowledge management, organization commitment, customer profitability and customer loyalty in telecommunication industry: The mediating role of customer satisfaction and the moderating role of brand image. Journal of Open Innovation: Technology, Market, and Complexity, 10(1). https://doi.org/10.1016/j.joitmc.2024.100227
Giovanis, A., & Athanasopoulou, P. (2018). Understanding lovemark brands dimensions and effect on brand loyalty in high-technology products. Spanish Journal of Marketing - ESIC, 22(3), 273–295. https://doi.org/10.1108/SJME-07-2018-0035
González-Mansilla, Ó., Berenguer-Contrí, G., & Serra-Cantallops, A. (2019). The impact of value co-creation on hotel brand equity and customer satisfaction. Tourism Management, 75, 51–65. https://doi.org/10.1016/j.tourman.2019.04.024
Hassan, S., & Shamsudin, M. F. (2019). Measuring the effect of service quality and corporate image on student satisfaction and loyalty in higher learning institutes of technical and vocational education and training. International Journal of Engineering and Advanced Technology, 8(5), 533–538. https://doi.org/10.35940/ijeat.E1077.0585C19
Haudi, Handayani, W., Musnaini, Suyoto, Y. T., Prasetio, T., Pital-Oka, E., Wijoyo, H., Yonata, H., Koho, I. R., & Cahyono, Y. (2022). The effect of social media marketing on brand trust, brand equity and brand loyalty. International Journal of Data and Network Science, 6(3), 961–972. https://doi.org/10.5267/j.ijdns.2022.1.015
Hegner, S. M., Fenko, A., & Teravest, A. (2017). Using the theory of planned behaviour to understand brand love. Journal of Product and Brand Management, 26(1), 26–41. https://doi.org/10.1108/JPBM-06-2016-1215
Hossain, T. M. T., Akter, S., Kattiyapornpong, U., & Dwivedi, Y. (2020). Reconceptualizing Integration Quality Dynamics for Omnichannel Marketing. Industrial Marketing Management, 87(May), 225–241. https://doi.org/10.1016/j.indmarman.2019.12.006
Hua, H., & Nuangjamnong, C. (2021). Influencing Factors of Consumer Behavior thru Online Streaming Shopping in Entertaining Marketing. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3968490
Huseynli, B., & Mammadova, S. (2022). Determining the Moderator Role of Brand Image on Brand Innovativeness, Consumer Hope, Customer Satisfaction and Repurchase Intentions. International Journal of Economics and Business Administration, X(Issue 2), 59–77. https://doi.org/10.35808/ijeba/766
Hwang, S., Lee, M., Park, E., & del Pobil, A. P. (2021). Determinants of customer brand loyalty in the retail industry: A comparison between national and private brands in South Korea. Journal of Retailing and Consumer Services, 63(December 2020). https://doi.org/10.1016/j.jretconser.2021.102684
Jahanvi, J., & Sharma, M. (2021). Brand respect: Conceptualization, scale development and validation. Journal of Business Research, 132(April), 115–123. https://doi.org/10.1016/j.jbusres.2021.04.016
Kautish, P., Khare, A., & Sharma, R. (2020). Influence of values, brand consciousness and behavioral intentions in predicting luxury fashion consumption. Journal of Product and Brand Management, 30(4), 513–531. https://doi.org/10.1108/JPBM-08-2019-2535
Kim, M., Chang, Y., Park, M.-C., & Lee, J. (2015). The effects of service interactivity on the satisfaction and the loyalty of smartphone users. Telematics and Informatics, 32(4), 949–960. https://doi.org/10.1016/j.tele.2015.05.003
Kotler, P., & Keller, K. L. (2016). Marketing Management. Pearson. https://books.google.co.id/books?id=UbfwtwEACAAJ
Kumar, A., Shankar, A., Behl, A., & Wamba, S. F. (2025a). Do you believe in the metaverse NFTs? Understanding the value proposition of NFTs in the metaverse. Technological Forecasting and Social Change, 210(October 2023). https://doi.org/10.1016/j.techfore.2024.123880
Kumar, A., Shankar, A., Behl, A., & Wamba, S. F. (2025b). Do you believe in the metaverse NFTs? Understanding the value proposition of NFTs in the metaverse. Technological Forecasting and Social Change, 210(October 2024), 123880. https://doi.org/10.1016/j.techfore.2024.123880
Kwon, J. H., Jung, S. H., Choi, H. J., & Kim, J. (2020). Antecedent factors that affect restaurant brand trust and brand loyalty: focusing on US and Korean consumers. Journal of Product and Brand Management, 30(7), 990–1015. https://doi.org/10.1108/JPBM-02-2020-2763
Le, H. S., Do, T. V. H., Nguyen, M. H., Tran, H. A., Pham, T. T. T., Nguyen, N. T., & Nguyen, V. H. (2024). Predictive model for customer satisfaction analytics in E-commerce sector using machine learning and deep learning. International Journal of Information Management Data Insights, 4(2), 100295. https://doi.org/10.1016/j.jjimei.2024.100295
Lin, J., Guo, J., Turel, O., & Liu, S. (2020). Purchasing organic food with social commerce: An integrated food-technology consumption values perspective. International Journal of Information Management, 51(November). https://doi.org/10.1016/j.ijinfomgt.2019.11.001
Lin, Y. H., & Ryan, C. (2016). From mission statement to airline branding. Journal of Air Transport Management, 53, 150–160. https://doi.org/10.1016/j.jairtraman.2016.02.013
Losung, Y. H., Wenas, R. S., & Arie, F. V. (2022). Pengaruh Kualitas Produk, Iklan, dan Persepsi Harga Terhadap kepuasan Konsumen Pengguna kartu Prabayar Telkomsel di Kecamatan Pasan. Jurnal EMBA: Jurnal Riset …, 10(1), 401–411. https://ejournal.unsrat.ac.id/index.php/emba/article/view/37976%0Ahttps://ejournal.unsrat.ac.id/v3/index.php/emba/article/download/37976/34755
Mansoor, M., Paul, J., Khan, T. I., Abukhait, R., & Hussain, D. (2025). Customer evangelists: Elevating hospitality through digital competence, brand image, and corporate social responsibility. International Journal of Hospitality Management, 126(November 2024). https://doi.org/10.1016/j.ijhm.2025.104085
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270. https://doi.org/10.1016/j.jretconser.2016.02.002
Popova, D., & Miteva, N. (2022). Impact of Customer Satisfaction on Customer Loyalty in a Restaurant. 5(2), 178–184. https://doi.org/10.46763/yfnts2251178p
Roberts, K. (2004). Lovemarks: The Future Beyond Brands. PowerHouse Books. https://books.google.co.id/books?id=59aJQgAACAAJ
Schill, M., & Godefroit-Winkel, D. (2022). Consumer responses to environmental corporate social responsibility and luxury. Journal of Services Marketing, 36(6), 769–780. https://doi.org/10.1108/JSM-11-2020-0472
Šerić, M., Ozretić-Došen, Đ., & Škare, V. (2020). How can perceived consistency in marketing communications influence customer–brand relationship outcomes? European Management Journal, 38(2), 335–343. https://doi.org/10.1016/j.emj.2019.08.011
Shin, S. K. S., Amenuvor, F. E., Basilisco, R., & Owusu-Antwi, K. (2019). Brand Trust and Brand Loyalty: A Moderation and Mediation Perspective. Current Journal of Applied Science and Technology. https://api.semanticscholar.org/CorpusID:210483392
Song, H. J., Bae, S. Y., & Han, H. (2019). Emotional comprehension of a name-brand coffee shop: focus on lovemarks theory. International Journal of Contemporary Hospitality Management, 31(3), 1046–1065. https://doi.org/10.1108/IJCHM-07-2017-0436
Song, H., & Wang, J. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops. International Journal of Hospitality Management, 79, 50–59. https://doi.org/10.1016/j.ijhm.2018.12.011
Suvittawatt, A. (2022). The influence of customer expectations, customer loyalty, customer satisfaction and customer brand loyalty on customer purchasing intentions: A case study of K-POP fans in Thailand. African Journal of Business Management, 16, 1–9. https://doi.org/10.5897/AJBM2021.9321
Taufik, A., Santoso, S., Fahmi, M. I., Restuanto, F., & Yamin, S. (2022). The Role of Service and Product Quality on Customer Loyalty. Journal of Consumer Sciences, 7(1), 68–82. https://doi.org/10.29244/jcs.7.1.68-82
Tjiptono, F., & Chandra, G. (2013). Pemasaran Strategik.
Wati, Z., Lubis, A. R., Roli, T., & Putra, I. (2020). The Model of Brand Image as Moderation and Customer Relationship Management as Mediation in Impacting Customer Loyalty on Tiensi Products in Banda Aceh. International Journal of Scientific and Management Research, 3(6), 43–57.
Yilmaz, V., & Ari, E. (2017). The effects of service quality, image, and customer satisfaction on customer complaints and loyalty in high-speed rail service in Turkey: a proposal of the structural equation model. Transportmetrica A: Transport Science, 13(1), 67–90. https://doi.org/10.1080/23249935.2016.1209255
Yusran, F. A., & Kurniawati, K. (2021). The Determinant of Positive eWOM Intention: Perspective Social Media Users. GATR Journal of Management and Marketing Review, 6(3), 146–157. https://doi.org/10.35609/jmmr.2021.6.3(1)
Ardiansyah, I. F., Zailani, A., & Widodo, Z. D. (2023). the Effect of Product Quality, Service Quality, and Trust on Customer Satisfaction At Praja Decoration in Purwodadi. International Journal of Economy, Education, and Entrepreneurship, 3 (2)(2), 502–511. https://doi.org/10.53067/ije3.v3i2
Assaker, G., O’Connor, P., & El Haddad, R. (2020). Examining an integrated model of green image, perceived quality, satisfaction, trust, and loyalty in upscale hotels. Journal of Hospitality Marketing & Management, 29, 1–22. https://doi.org/10.1080/19368623.2020.1751371
Atulkar, S. (2020). Brand trust and brand loyalty in mall shoppers. Marketing Intelligence & Planning, 38(5), 559–572. https://doi.org/10.1108/MIP-02-2019-0095
Bastian, D. A. (2014). Analisa Pengaruh Citra Merek (Brand Image) dan Kepercayaan Merek (Brand Trust) Terhadap Loyalitas Merek (Brand Loyalty) ADES PT. Ades Alfindo Putra Setia. Jurnal Manajemen Pemasaran Petra, 2(1), 1–9.
Bergkvist, L., Hjalmarson, H., & Mägi, A. W. (2016). A new model of how celebrity endorsements work: Attitude toward the endorsement as a mediator of celebrity source and endorsement effects. International Journal of Advertising, 35(2), 171–184. https://doi.org/10.1080/02650487.2015.1024384
C V, S. K., & Agrawal, R. (2024). Developing customer convenience and experience through increased competency and efficiency: A strategic approach to retail operations mastery. Heliyon, 10(16), e36395. https://doi.org/10.1016/j.heliyon.2024.e36395
Diputra, I. G. A. W., & Yasa, N. N. (2021). the Influence of Product Quality, Brand Image, Brand Trust on Customer Satisfaction and Loyalty. American International Journal of Business Management (AIJBM), 4(01), 25–34.
Dölarslan, E. S. (2014). Assessing the effects of satisfaction and value on customer loyalty behaviors in service environments: High-speed railway in Turkey as a case study. Management Research Review, 37(8), 706–727. https://doi.org/10.1108/MRR-06-2013-0152
Ebrahim, R. S. (2020). The Role of Trust in Understanding the Impact of Social Media Marketing on Brand Equity and Brand Loyalty. Journal of Relationship Marketing, 19(4), 287–308. https://doi.org/10.1080/15332667.2019.1705742
Games et al. (2021). Jurnal 10.Pdf (p. 15).
Gazi, M. A. I., Mamun, A. Al, Masud, A. Al, Senathirajah, A. R. bin S., & Rahman, T. (2024). The relationship between CRM, knowledge management, organization commitment, customer profitability and customer loyalty in telecommunication industry: The mediating role of customer satisfaction and the moderating role of brand image. Journal of Open Innovation: Technology, Market, and Complexity, 10(1). https://doi.org/10.1016/j.joitmc.2024.100227
Giovanis, A., & Athanasopoulou, P. (2018). Understanding lovemark brands dimensions and effect on brand loyalty in high-technology products. Spanish Journal of Marketing - ESIC, 22(3), 273–295. https://doi.org/10.1108/SJME-07-2018-0035
González-Mansilla, Ó., Berenguer-Contrí, G., & Serra-Cantallops, A. (2019). The impact of value co-creation on hotel brand equity and customer satisfaction. Tourism Management, 75, 51–65. https://doi.org/10.1016/j.tourman.2019.04.024
Hassan, S., & Shamsudin, M. F. (2019). Measuring the effect of service quality and corporate image on student satisfaction and loyalty in higher learning institutes of technical and vocational education and training. International Journal of Engineering and Advanced Technology, 8(5), 533–538. https://doi.org/10.35940/ijeat.E1077.0585C19
Haudi, Handayani, W., Musnaini, Suyoto, Y. T., Prasetio, T., Pital-Oka, E., Wijoyo, H., Yonata, H., Koho, I. R., & Cahyono, Y. (2022). The effect of social media marketing on brand trust, brand equity and brand loyalty. International Journal of Data and Network Science, 6(3), 961–972. https://doi.org/10.5267/j.ijdns.2022.1.015
Hegner, S. M., Fenko, A., & Teravest, A. (2017). Using the theory of planned behaviour to understand brand love. Journal of Product and Brand Management, 26(1), 26–41. https://doi.org/10.1108/JPBM-06-2016-1215
Hossain, T. M. T., Akter, S., Kattiyapornpong, U., & Dwivedi, Y. (2020). Reconceptualizing Integration Quality Dynamics for Omnichannel Marketing. Industrial Marketing Management, 87(May), 225–241. https://doi.org/10.1016/j.indmarman.2019.12.006
Hua, H., & Nuangjamnong, C. (2021). Influencing Factors of Consumer Behavior thru Online Streaming Shopping in Entertaining Marketing. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3968490
Huseynli, B., & Mammadova, S. (2022). Determining the Moderator Role of Brand Image on Brand Innovativeness, Consumer Hope, Customer Satisfaction and Repurchase Intentions. International Journal of Economics and Business Administration, X(Issue 2), 59–77. https://doi.org/10.35808/ijeba/766
Hwang, S., Lee, M., Park, E., & del Pobil, A. P. (2021). Determinants of customer brand loyalty in the retail industry: A comparison between national and private brands in South Korea. Journal of Retailing and Consumer Services, 63(December 2020). https://doi.org/10.1016/j.jretconser.2021.102684
Jahanvi, J., & Sharma, M. (2021). Brand respect: Conceptualization, scale development and validation. Journal of Business Research, 132(April), 115–123. https://doi.org/10.1016/j.jbusres.2021.04.016
Kautish, P., Khare, A., & Sharma, R. (2020). Influence of values, brand consciousness and behavioral intentions in predicting luxury fashion consumption. Journal of Product and Brand Management, 30(4), 513–531. https://doi.org/10.1108/JPBM-08-2019-2535
Kim, M., Chang, Y., Park, M.-C., & Lee, J. (2015). The effects of service interactivity on the satisfaction and the loyalty of smartphone users. Telematics and Informatics, 32(4), 949–960. https://doi.org/10.1016/j.tele.2015.05.003
Kotler, P., & Keller, K. L. (2016). Marketing Management. Pearson. https://books.google.co.id/books?id=UbfwtwEACAAJ
Kumar, A., Shankar, A., Behl, A., & Wamba, S. F. (2025a). Do you believe in the metaverse NFTs? Understanding the value proposition of NFTs in the metaverse. Technological Forecasting and Social Change, 210(October 2023). https://doi.org/10.1016/j.techfore.2024.123880
Kumar, A., Shankar, A., Behl, A., & Wamba, S. F. (2025b). Do you believe in the metaverse NFTs? Understanding the value proposition of NFTs in the metaverse. Technological Forecasting and Social Change, 210(October 2024), 123880. https://doi.org/10.1016/j.techfore.2024.123880
Kwon, J. H., Jung, S. H., Choi, H. J., & Kim, J. (2020). Antecedent factors that affect restaurant brand trust and brand loyalty: focusing on US and Korean consumers. Journal of Product and Brand Management, 30(7), 990–1015. https://doi.org/10.1108/JPBM-02-2020-2763
Le, H. S., Do, T. V. H., Nguyen, M. H., Tran, H. A., Pham, T. T. T., Nguyen, N. T., & Nguyen, V. H. (2024). Predictive model for customer satisfaction analytics in E-commerce sector using machine learning and deep learning. International Journal of Information Management Data Insights, 4(2), 100295. https://doi.org/10.1016/j.jjimei.2024.100295
Lin, J., Guo, J., Turel, O., & Liu, S. (2020). Purchasing organic food with social commerce: An integrated food-technology consumption values perspective. International Journal of Information Management, 51(November). https://doi.org/10.1016/j.ijinfomgt.2019.11.001
Lin, Y. H., & Ryan, C. (2016). From mission statement to airline branding. Journal of Air Transport Management, 53, 150–160. https://doi.org/10.1016/j.jairtraman.2016.02.013
Losung, Y. H., Wenas, R. S., & Arie, F. V. (2022). Pengaruh Kualitas Produk, Iklan, dan Persepsi Harga Terhadap kepuasan Konsumen Pengguna kartu Prabayar Telkomsel di Kecamatan Pasan. Jurnal EMBA: Jurnal Riset …, 10(1), 401–411. https://ejournal.unsrat.ac.id/index.php/emba/article/view/37976%0Ahttps://ejournal.unsrat.ac.id/v3/index.php/emba/article/download/37976/34755
Mansoor, M., Paul, J., Khan, T. I., Abukhait, R., & Hussain, D. (2025). Customer evangelists: Elevating hospitality through digital competence, brand image, and corporate social responsibility. International Journal of Hospitality Management, 126(November 2024). https://doi.org/10.1016/j.ijhm.2025.104085
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270. https://doi.org/10.1016/j.jretconser.2016.02.002
Popova, D., & Miteva, N. (2022). Impact of Customer Satisfaction on Customer Loyalty in a Restaurant. 5(2), 178–184. https://doi.org/10.46763/yfnts2251178p
Roberts, K. (2004). Lovemarks: The Future Beyond Brands. PowerHouse Books. https://books.google.co.id/books?id=59aJQgAACAAJ
Schill, M., & Godefroit-Winkel, D. (2022). Consumer responses to environmental corporate social responsibility and luxury. Journal of Services Marketing, 36(6), 769–780. https://doi.org/10.1108/JSM-11-2020-0472
Šerić, M., Ozretić-Došen, Đ., & Škare, V. (2020). How can perceived consistency in marketing communications influence customer–brand relationship outcomes? European Management Journal, 38(2), 335–343. https://doi.org/10.1016/j.emj.2019.08.011
Shin, S. K. S., Amenuvor, F. E., Basilisco, R., & Owusu-Antwi, K. (2019). Brand Trust and Brand Loyalty: A Moderation and Mediation Perspective. Current Journal of Applied Science and Technology. https://api.semanticscholar.org/CorpusID:210483392
Song, H. J., Bae, S. Y., & Han, H. (2019). Emotional comprehension of a name-brand coffee shop: focus on lovemarks theory. International Journal of Contemporary Hospitality Management, 31(3), 1046–1065. https://doi.org/10.1108/IJCHM-07-2017-0436
Song, H., & Wang, J. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops. International Journal of Hospitality Management, 79, 50–59. https://doi.org/10.1016/j.ijhm.2018.12.011
Suvittawatt, A. (2022). The influence of customer expectations, customer loyalty, customer satisfaction and customer brand loyalty on customer purchasing intentions: A case study of K-POP fans in Thailand. African Journal of Business Management, 16, 1–9. https://doi.org/10.5897/AJBM2021.9321
Taufik, A., Santoso, S., Fahmi, M. I., Restuanto, F., & Yamin, S. (2022). The Role of Service and Product Quality on Customer Loyalty. Journal of Consumer Sciences, 7(1), 68–82. https://doi.org/10.29244/jcs.7.1.68-82
Tjiptono, F., & Chandra, G. (2013). Pemasaran Strategik.
Wati, Z., Lubis, A. R., Roli, T., & Putra, I. (2020). The Model of Brand Image as Moderation and Customer Relationship Management as Mediation in Impacting Customer Loyalty on Tiensi Products in Banda Aceh. International Journal of Scientific and Management Research, 3(6), 43–57.
Yilmaz, V., & Ari, E. (2017). The effects of service quality, image, and customer satisfaction on customer complaints and loyalty in high-speed rail service in Turkey: a proposal of the structural equation model. Transportmetrica A: Transport Science, 13(1), 67–90. https://doi.org/10.1080/23249935.2016.1209255
Yusran, F. A., & Kurniawati, K. (2021). The Determinant of Positive eWOM Intention: Perspective Social Media Users. GATR Journal of Management and Marketing Review, 6(3), 146–157. https://doi.org/10.35609/jmmr.2021.6.3(1)